Introduction
July 16, 2022 | Author: Anonymous | Category: N/A
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Trainer’s Guide
Introduction
New Team Member Barista Training
The Barista Bari sta Level 1 Training Program Program Welcome to the New Team Member Trainer’s Guide. Training new Team Members is one of the most critical and essential tasks you will perform at The Coffee Bean and Tea Leaf ®. ®. The learning experience we provide for our new Team Members during their first few weeks with us goes far beyond shaping their ability to make a proper cappuccino. It will shape their everyday interactions with customers and other Team Members form their ability to make good decisions for our business, even determine their length of employment here! We as a company succeed or fail by the caliber of training we invest in our newly-hired Team Members.
New Team Member Barista Training © International Coffee & Tea, LLC. 2012
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Introduction Trainer’s Guide
ATERIAL IALS S TRAINING M ATER In this program you will be provided with a number of tools to assist you in providing a Total Quality training training Experience Experience for every new Barista, including: Trainer’s Guide Guide
A detailed daily overview of how and when to conduct training, how to guide activities, and how to assess and reinforce comprehension Information is presented within the context of our core values and coffee and tea culture
Training DVDs
Moments that Matter – Who we are New Team Member Orientation Orientation – What we’re about Customer Service Service – The Coffee Bean & Tea Leaf ® way CBTL Station Basics – Standard Operating Procedures for each station: Brew, Food, Quick Bus Run, Ice Blended, Blended, Espresso, Register, CBTL® Single Beverage, and Deployment
Learning Journal The Learning Journal is designed to help learners connect with our culture and retain the skills they are gaining during New Team Member training, as well as demonstrate and document their learning progress. It includes: Activities Note pages Practice quizzes Skills tests
Barista Buddy
Basic coffee and tea information
familiar with the characteristics of core Information to help learners become familiar coffees and teas Additional information that makes our company “Simply The Best ™”
Armed with these tools, and inspired by your energy e nergy and enthusiasm and that of your team, your new Team Member will emerge from training prepared to provide our customers with a Total Quality Experience. And that ’s what it’s all about! about!
New Team Member Barista Training © International Coffee & Tea, LLC. 2012
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Introduction Trainer’s Guide
PROGRAM STRUCTURE The Training Program is segmented into 8 basic modules, 2 additional advanced modules, plus one day of certification. Except for the certification, all training days are organized using using the same basic structure:
Information Scavenger Hunt – Each information scavenger hunt includes several
questions about items Guide, found in found the different resour ces available for aand trainee. This includes the Beverage Station Job Aids,resources Coffee and Tea Guide, their Barista Buddy.
Review of Objectives – The trainer will present the learner with the objectives for the training session and set appropriate expectations.
Review Prior Day’s Self -Evaluation -Evaluation and Trainer Evaluation and Confirm Learning Learning – The trainer will review the learner’s feedback and and ask questions to confirm understanding and retention of topics taught during the prior training session. In addition, their assigned trainer can provide feedback on his/her performance for each module learning.
Closed-Book Quiz Quiz –The appropriate Closed-Book Quiz for the day should be printed from the Intranet (Learning & Development Materials Barista) and provided to the Learner. These quizzes help to confirm the Learner’s Learner’s knowledge of information presented the previous day. Closed-Book quizzes are a mandatory part of the training program, program, so please have the quiz printed and ready to go at the beginning of each training session.
Tasting & Sampling to Team Members and Customers Customers – Each day your learner should taste a different French Press-brewed coffee or steeped tea to build an understanding of and appreciation for our products. In addition to reinforcing our culture, this will help your new Team Member become more comfortable talking about and selling our products. products.
Training, Activities, and Skills Tests for each day day
Quiz – The Learner takes an open-book practice quiz at the end of the day to Practice Quiz prepare for the next training session’s closed-book quiz. session’s closed-book
Training Self-Evaluation Self-Evaluation – The Learner will record any questions and highlights from the day and evaluate his/her confidence regarding the day’s objectives; objectives; the next day you will review these with the learner.
Please note that the Onboarding module differs from the other days as there is no Information Scavenger Hunt, closed-book quiz, or review of the learner’s self -evaluation -evaluation from the previous day. In addition, the Register Lesson Lesson 2 module does not contain a Barista Buddy scavenger hunt.
New Team Member Barista Training © International Coffee & Tea, LLC. 2012
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Introduction Trainer’s Guide
OVERVIEW OF THE TRAINER’S GUIDE da y including Onboarding), The Trainer’s Guide is organized into eleven modules (one for each day plus this introduction.
Session Resources for Each Day’s Session Resources for Each day begins with a list of learning objectives and a list of materials needed to complete the day’s training. training. Following the materials list is an agenda, which outlines the daily training and activities (with approximate times for each part of the training). training). At the end of the agenda you will see a breakdown of the way the training time is spent:
Trainer-led time, in which the learner spends one-on-one time with the trainer Learner-directed time, during which the learner performs an activity or task on his/her own Tandem Bar training time, which allows the Learner to work in tandem with an experienced Team Member, gaining practical experience on each station. Total training time for session, which is the approximate learning time for the day.
This does not include breaks or productive time. After the agenda you will find instructions and guidelines for what and how to train, specific materials needed for the topic, approximate times, and appropriate talking points in some cases.
For your convenience, each page of the Trainer’s Guide includes the corresponding Learning Journal page, so you are aware of what your learner sees in his/her material.
Answer Keys Keys The answer keys for the Learning Journal quizzes and activities are included on the Learning Journal pages contained in the Trainer’s Guide. The answer key for each day’s Closed-Book Closed -Book quiz is also found on the Intranet (Learning & Development>Materials>Barista>). Development>Materials>Barista>).
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Introduction Trainer’s Guide
Icons In both the Trainer’s Guide and the Learning Journal you Journal you will find the following icons to help guide yourself and your learner through the training process.
The learner watches a segment on DVD. The videos deal with both providing an excellent customer service experience and with CBTL standards on each station. The learner completes an Activity or Skills Test found in Learning Journal. Note that the Trainer Trainer must participate in the Skills Tests, but not in the Activities. The learner works in tandem with a Trainer or an experienced Team Member on a station, gaining practice and constructive feedback through Tandem Barring. The Trainer conducts a training session with the learner, providing information, guidance, and feedback.
The learner completes an Information Scavenger Hunt. The learner experiences our products by tasting them paired with appropriate food items, and then sampling the food and drinks to customers and fellow Team Members.
The learner takes a Closed-Book Quiz.
The Learner completes activities on the Back of House computer.
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Introduction Trainer’s Guide
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Introduction Trainer’s Guide
In some instances you will hire a new Team Member who cannot work a 7.5 hour shift during training because of other commitments. If so, you should divide each of the training days into two sections of four hours each. Please note that training and certification must be completed within 30 days of the Team Member’s hire date.
New Team Member Barista Training © International Coffee & Tea, LLC. 2012
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Introduction Trainer’s Guide
ORGANIZING YOUR TRAINING SESSIONS Advance Planning Planning and Preparation Preparation As with all parts of a shift, planning is essential to effective training. A little planning helps to avoid turning your daily shift duties into a series of emergencies. e mergencies. Before training session begins, of read read the day’s training materials. Consider the daily trainingthe time that will be required youthrough throughout the day, in addition to the rest of your work load. Think about how best to integrate the training into the shift; this will likely influence when breaks are given, when administrative tasks are performed, what and how tasks are delegated, when registers are assigned and pulled, and a nd so forth. Collect all necessary materials (listed below each day’s objectives) before the training session begins. This way, if you find that a needed item is missing, arrangements can be made before the learner arrives to replace or adjust accordingly.
Tastings and Product Sampling Make certain to conduct the daily tasting. If you skip a tasting or shortchange the tasting experience by leaving out the discussion or sampling, you send the message to your Team Member that product tasting and creating a dialogue with our guests is not a priority. Tastings are about more than just sipping and swirling products. A proper tasting teaches a new Team Member who we are and what we’re about. It provides a cultural immersion the value of which cannot be overstated.
New Team Member Barista Training © International Coffee & Tea, LLC. 2012
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Introduction Trainer’s Guide
HOW TO TRAIN You should present all training using the following four-step training process:
SAY:
Explain what is being trained, why, and what the learner lea rner will be able to do after the session.
SHOW:
Demonstrate thethe task slowly,isbreaking it intoas easy-to-learn chunks and explaining what learner seeing; repeat needed.
DO:
Allow the learner to perform the task multiple times as necessary to build skill.
CONFIRM:
Provide positive and corrective feedback as appropriate, ask questions and have the learner demonstrate procedures to assess the learner’s knowledge and comfort level
Finally, do your best to accommodate each learner’s unique learning style and pace. Follow the “Say, Show, Do, Confirm” training process and adjust each step to the needs of o f the individual. For example, for a verbal learner l earner “say” might be as simple as stating what is being learned, while a more visual person might want to read the instructions and then discuss. A new Team Member with experience in the coffee industry, while requiring full training, will likely need less time to become competent in a skill than a new Team Member with no previous work history.
The final certification focuses on the learner’s l earner’s ability to execute a Total Quality Experience. It is broken down into six modules: two Service-oriented (tastings & POS), one Environment-oriented (Full Bus Run), two Product-oriented (timed drink-making), and one General TQE quiz. The first five are practical certifications. Certification must be administered by the General Manager only. This provides him/her the opportunity to assess both learner and trainer strengths and opportunities. The learner is not required to take certification directly following training. If the GM determines that the learner needs additional practice, he/she may schedule certification any time within the 30-day 30 -day time frame. The learner must pass all sections of the certification in order for training to be considered complete. If some sections of the assessment are not passed, these se sections ctions must be re-taken and passed within one week of the original certification date.
New Team Member Barista Training © International Coffee & Tea, LLC. 2012
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Introduction Trainer’s Guide
Welcome! We’re so excited to have you as part of the Coffee Bean & Tea Leaf ® team! This Learning Journal, along with your Barista Buddy, Beverage Guide and your trainers, will guide you throughout your training. Each section in this journal begins with an agenda age nda that breaks down the entire training day. This is followed by activities, quizzes, and space to write notes and questions duri during ng your learning sessions. It’s your journal so make it your own! ~
Take a look at the “Learning Calendar at a Glance” on the next page. You’ll seetwo thatadditional you are are scheduled for a total of eight training, days of advanced training, plusdays one ofdaybasic of certification. You will be expected to complete your training and certification on all stations within 30 days of your hire date. Please feel free to discuss any questions you have with your trainer. Have a great learning journey Learning Journal International Internat ional Coffee & Tea, LLC . 2012
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The Job of a Barista As a Barista, you contribute contrib ute to the success of The Coffee Bean & Tea Leaf ® by building meaningful and respectful relationships with our guests and helping them find their favorite drinks and flavors. Getting to know our guests on a first name basis is a Coffee Bean tradition and just the beginning of understanding the culture culture we’re we’re proud of: the culture of delivering amazing guest experiences.
Your Responsibilities are to: Consistently provide the highest service by connecting with customers and discovering their needs Consistently provide quality beverages & food made according to our recipes and presentation standards
Follow health, safety, and sanitation guidelines for all products Create personalized service: service: offer to help guests “find their flavor”, flavor” , toast bagels and heat pastries…. Offer “for here” service in porcelain, glass, gla ss, or with silver Suggest whole beans and teas for our guests’ guests ’ home use Keep your Coffee Bean sparkling clean and clutter-free Follow all operational and procedures, including those for cash handling and safety and security, to ensure the safety of all Team Members Follow the shift break rules take your breaks at the scheduled time Assist with new Team Member Member training by positively reinforcing successful performance and our culture, values, and mission Maintain composure during periods of high business volume or unusual events Maintain consistent attendance and punctuality Act according to FROTH: Friendly, Respect, Ownership, Teamwork & Honesty Do the right thing by your fellow Team Members, our guests and your company!
~
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Learning Journal - Onboarding International Internat ional Coffee & Tea, LLC . 2012
L earning C C alendar aat aa G Glance
Fill out the Calendar below to keep on track of your progress. progress.
Certification must be completed within 30 days of hire date. Onboarding
Brew Station Clean Environment
Customer Service Food Station
Ice Blended Station
Date: ___________
Date: ___________
Date: ___________
Date: ___________
Schedule: _________
Schedule: _________
Schedule: _________
Schedule: _________
Trainer: __________
Trainer: __________
Trainer: __________
Trainer: __________
Espresso Station
Espresso Station
Espresso Station
Register Station
Lesson 1 Date: ___________
Lesson 2 2 Date: ___________
Lesson 3 Date: ___________
Lesson 1 Date: ___________
Schedule: _________
Schedule: _________
Schedule: _________
Schedule: _________
Trainer: __________
Trainer: __________
Trainer: __________
Trainer: __________
Retail Merchandis Merchandising ing ® ® CBTL Sing Single Single
Deployment 101
Barista Certification Certification
Date: ___________
Beverage System Date: ___________
Date: ___________
Date: ___________
Schedule: _________
Schedule: _________
Schedule: _________
Schedule: _________
Trainer: __________
Trainer: __________
Trainer: __________
Register Station Lesson 2 2
Learning Journal © International © International
Coffee & Tea, LLC. 2012
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Trainer: __________
How tto U Use tth is L L earning J J ournal Make It Yours This is your Learning Journal … make it your own! Take charge of your learning, ask a lot of questions, and pay close attention, so that you will soon become a productive member of the Coffee Bean Team!
How It s Designed
This Learning Journal is a place for you to take notes and reinforce the skills and knowledge that you’re gaining. It also helps helps you know what you’ll be doing throughout your training. You’ll find these icons on the agenda for each day to help you know activities you’ll be doing: doing: Watch a DVD to learn about customer service or Station Basics. Use your resources around the store to find information about drink making or other product standards. Work in your Learning Journal (this book!) on an activity or skills test. Taste a coffee or tea paired with an appropriate food item, and sample these to customers and Team Members. You’ll
TANDEM BAR
then record your tasting in your Barista Buddy. Work with your trainer to learn how to perform to CBTL standards. Practice the skills skills you’re learning by working with an experienced Team Member for some On-the-Job learning. Take a closed-book Review Quiz to confirm your knowledge of the previous day’s training material. material. Complete activities on the Back of House computer.
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Learning Journal - Onboarding International Internat ional Coffee & Tea, LLC . 2012
Important Information about Quizzes At the start of each training session (except for the Orientation day), you’ll take a Closed-Book Quiz to confirm your understanding of the previous day’s material. In order to help you prepare for the next day’s Closed-Book Quiz, you’ll end each day with an open-book Practice Quiz. Although it’s an open-book quiz, quiz, it’s a good idea to try to take each Practice Quiz without your notes first, just so you’ll know what you can remember. remember.
Things you can do to make learning your new job easier:
Watch carefully as the trainer shows you how to do a task
Ask why things are done in a particular way Work on your activities in your Learning Journal every day during your shift
Think about how your training relates to customer service and smooth-running shifts
Set training goals for yourself if you are having trouble catching on
Listen carefully and ask questions if you don't understand
Ask f or or feedback on how you’re doing doing
Listen to feedback so you can improve your skills. If you don't understand the
feedback that is given, ask more questions! Continually work on improving your skills, even after certification.
Learning Journal International Internat ional Coffee & Tea, LLC . 2012
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